Position Summary

The Service Desk Technician's role is to ensure proper technology services so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help.
Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC’s community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff.

Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Provides first contact support of incoming requests to the service desk (via various communication channels such as telephone, email, in-person and web portal) to ensure courteous, timely and effective resolution of end-user issues.
Builds rapport and elicits request details from service desk customers.
Prioritizes incidents and service requests according to defined processes to meet service levels.
Escalates incidents and requests with accurate documentation to suitable technicians (or teams), when required.

Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Reviews tickets for accuracy. Uses remote tools and diagnostic utilities to aid in troubleshooting.
Researches solutions through internal and external knowledgebase as needed. Tests fixes to ensure an incident has been adequately resolved.

Stays abreast of all college supported applications, services and technology.
Participates in projects by utilizing testing plans to test new services and technologies prior to implementation. Accurately documents all problems and issues found in testing.
Provides suggestions for continual service improvement.

Utilizes documented procedures to perform hands on assistance for client/desktop and asset management teams such as performing preventive maintenance in computer labs and assisting with receiving and inventory management (i.e. when request volumes are low).

Contributes to the ITSM Client Portal (technician and end-user knowledge base), following the associated procedures.
Works closely with different internal and external technical personnel to document procedures and technical information. Designs and writes accurate, clear, and concise content that describes how our technologies are deployed. Writes knowledge base articles that will be published within our service management tool.

Required Qualifications:

Associate degree in the field of information systems, computer science, business administration or a related discipline. Candidate may be eligible for position by substituting two years of related experience in lieu of an associate’s degree.

Demonstrates knowledge in one or more of the following: ITSM (Team Dynamix), Fischer Password Management, Windows 10/11 OS, MacOS, iOS, Mobile Devices, MS Office/Exchange/M365, Printers, Audio Visual Equipment/Services, Ellucian Colleague, Cisco ACD.

Ability to work with minimal supervision in a high volume, fast-paced environment. Demonstrated capacity for attention to detail.
Ability to absorb and retain information quickly.

Ability to provide excellent customer service in a prompt, cooperative and friendly manner. Ability to deal tactfully and effectively with students, faculty, staff and the public.
Demonstrated record of punctuality and dependability.

Ability to work a flexible schedule, including regularly-scheduled on campus, evening and weekends in order to accommodate the needs of the College.

Annual leave cannot be taken during peak times.

Demonstrated ability to work collegially with a culturally diverse group of students, faculty, and staff on a daily basis.

Preferred Qualifications:

Associate degree in the field of information systems, computer science, business administration or a related discipline. Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance.

Familiarity with the fundamental principles of ITIL.

Current certifications in HDI, SCA, A+, MTA, CTS, ITIL or other related disciplines.

Experience working in higher education.

Experienced with technical writing and publishing of knowledge base articles.